If you have complained to your supplier/network or Uisce Éireann and are not happy with the outcome, you can bring your complaint to the CRU.

Start your complaint

You can do this online, using our complaint form.Or, you can download the form and send it to us by email or post.<ul><li data-block-key="2v1ul"><a href="/documents/27987/CRU-Energy-Complaint-Form-2022-Word-Version.docx">CRU Energy Complaint Form - Word</a></li><li data-block-key="8n01m"><a href="/documents/27986/CRU-Energy-Complaint-Form-2022-Word-Version_3.pdf">CRU Energy Complaint Form - PDF</a></li><li data-block-key="d0dh5"><a href="/documents/27929/Uisce_%C3%89ireann_Complaint_Form.docx">CRU Water Complaint Form - Word</a></li><li data-block-key="5egeb"><a href="/documents/27930/Uisce_%C3%89ireann_Complaint_Form_003.pdf">CRU Water Complaint Form -PDF</a></li></ul>By email: <a href="mailto:customercare@cru.ie">customercare@cru.ie</a>By post: The Customer Care Team, The Grain House, The Exchange, Belgard Square North, Tallaght, D24 PXW0.It is important that you tell us everything relevant about your complaint when you submit your form, including how you would like the complaint to be resolved. For example, if you believe your bills are incorrect then please include copies if you can. This is your main chance to submit arguments and information.

Step 1: Submit complaint

When we receive your complaint, we contact the supplier or network operator you are complaining about. We check that your complaint has completed their complaint handling process. Once that is confirmed we ask them for a report on their handling of the complaint.When the check is done we contact you to say that your complaint has been accepted and give you a unique reference number. Please use this in all correspondence with us. If you have not completed the complaints handling process, we will:<ul><li data-block-key="9b06">refer you back to the company</li><li data-block-key="4l8b2">advise how you should log a complaint with them.</li></ul>Please note, if the subject matter of your complaint does not fall within the legislative remit of the CRU, we will not be able to accept it. If this happens, we will try to refer you to the appropriate body who may be able to help. We also may decide not to accept complaints where we consider that the issue is vexatious, frivolous or not in good faith.<h4 data-block-key="5033u">Timeline</h4>It may take up to 5 working days to respond to your complaint as we need to carry out this check

Step 2 - CRU check

When we receive the report from the supplier or network operator, we will send the complete report to you. We will ask you to review the report and respond to us with any comments. You can tell us if you disagree with anything in the report. You can also send us further information as part of your complaint, but it must relate to the original issue that is the subject of the complaint.<h4 data-block-key="dqde8">Timeline</h4>It normally takes 10–15 working days after we acknowledge your complaint to send on the report. We will give you a further 10 working days to come back to us with comments or additional information.

Step 3 - Comment on the report

Once we have gathered the information from both sides, your complaint file joins our queue for investigation. At times when we are handling a large volume of files, your complaint may unfortunately be queued for a long time.Once your complaint file is assigned to one of our investigating officers, they will review all of the information provided. The investigating officer will contact you or the supplier or network operator if they need further information or clarity on particular points.<h4 data-block-key="984o7">Timeline</h4>The length of time needed for the investigation depends on:<ul><li data-block-key="ft2pq">the complexity of your case</li><li data-block-key="1ttn9">the number of cases that the Customer Care Team is handling at the time</li></ul>

Step 4 - CRU investigation

When the investigating officer has completed their investigation of the complaint, they will draft and send you a decision. This decision sets out the CRU&#x27;s findings and resolution, including whether we consider the steps taken by the supplier or network operator to resolve the complaint were appropriate. If we consider any compensation already awarded was proportionate, we would not award anything further.The document may contain:<ul><li data-block-key="5e8fa">The amount of compensation, if the investigating officer believes this is warranted</li><li data-block-key="dnels">Any instructions that the CRU has for the company in order to resolve the issue</li></ul>The supplier or network operator must implement any actions for them in the decision within three weeks. If the CRU awards compensation, this will generally be applied directly to the customer’s energy account, though this will be set out in the decision.In exceptional cases, the investigating officer may decide to issue a proposed decision on your case, before their final decision. If this is the case, both the customer and company will be given 10 working days to respond to the CRU with any comments about the proposed decision. The investigating officer will review any responses before issuing a final decision.TimelineWe aim to issue final decisions within 90 days of receiving a customer&#x27;s completed complaint form. However, this timeframe can vary depending on:<ul><li data-block-key="3qdce">the technical complexity of the case</li><li data-block-key="afnm6">the number of cases that the Customer Care Team is handling at the time.</li></ul>

Step 5 - Decision

The fourth government electricity credit scheme will provide credits to eligible domestic electricity accounts between November 2024 and February 2025.The CRU’s <a href="https://www.cru.ie/publications/27750/">Frequently Asked Questions</a> contain information about receiving the government electricity credits, including who was eligible.If you do not receive the credits, and you think you are eligible, you have a right to have this decision reviewed. However, to do so you must raise your complaint about not receiving the credits with your supplier by 31 May 2025 at the latest. If you do not do this, then under the legislation the CRU will unfortunately not be able to accept your complaint. This means we will not be able to review your supplier’s decision or award you the credit(s).Please note, we are no longer able to accept complaints relating to the third government electricity credit scheme (that provided credits between December 2023 and April 2024).

Making an objection if you did not receive the government electricity credits

Decisions on complaints made by the CRU are not subject to appeal.Any decisions that are made by the CRU for payment of compensation, refunds or charter payments are binding on the supplier or network operator. Any instructions for remedial actions included in a final decision are also binding on them.If you are not happy with the CRU&#x27;s findings on any complaint, then you are free to take your complaint to another forum. The Courts or the Small Claims Court may take the matter further for you.

Appeals

Learn More

The CRU provides a free complaint resolution service for customers who have submitted a complaint to their supplier, network operator or Uisce Éireann and are unhappy with the outcome.

Complain to the CRU

We deal with all complaints as quickly as possible and provide you with an outcome that is clear and easy to understand.

Tips for submitting your complaint

How it works

Need to complain to your supplier before submitting a complaint to us?